AVP, Business Service Centre

OCBC Bank (Hong Kong) Limited; Hong Kong; On-site; HKD 600,000 - 800,000; Full time

Benefits offered by this job

Competitive base salary

Flexible benefits package

Professional development opportunities

Community initiatives

Job summary

OCBC Bank (Hong Kong) Limited is seeking a dynamic Team Manager to lead the Business Service Centre, delivering prompt and accurate support to business banking customers via hotline and email. Drive standardized processes, supervise Service Managers, and ensure KPI targets are met with a customer-centric approach.

You will recruit, train and develop staff, collaborate with HR and L&D, and uphold regulatory and risk-management standards. Cantonese, Mandarin and English proficiency is essential.

Qualifications

• Bachelor's degree in Business Administration or a related field.
• 3–5 years in customer service with at least 3 years in a leadership role.
• Banking industry experience preferred.
• Proven ability to manage and motivate a team.
• Strong people management, communication and interpersonal skills.
• Understanding of regulatory requirements, risk and compliance in banking.
• Service mindset delivering exceptional customer experiences.
• Proficient in reading, writing Cantonese, Mandarin and English.

Responsibilities

• Oversee day-to-day operations of the Service Centre to meet KPIs.
• Develop and implement standardized processes to streamline operations.
• Monitor KPIs to identify areas for improvement and take actions.
• Foster a customer-centric culture and deepen customer relationships.
• Ensure compliance with legal, regulatory and governance requirements.
• Identify and mitigate operational risks and implement controls.
• Handle escalations and collaborate with stakeholders to improve processes.
• Manage staffing/utilization and coordinate HR/L&D for team development.

Skills

People management

Communication skills

Interpersonal skills

Regulatory/risk awareness

Education

Bachelor's degree in Business Administration or related field

Job description

WHO WE ARE:

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future‑ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future‑ready career. Your Opportunity Starts Here.

We are seeking a dynamic and experienced Team Manager to lead our Business Service Centre team. You’ll lead a team of Service Managers in providing prompt and after sales support to our business banking customers, through our hotline / email channel, ensuring that their needs are addressed in an effective, timely and accurate manner.

Key Roles & Responsibilities:

• Oversee the day-to-day operations of the Service Centre, ensuring efficient and effective service delivery so as to meet service KPI.
• Develop and implement standardized processes, procedures, and policies to streamline operations and enhance service quality.
• Monitor key performance indicators (KPIs) to identify areas for improvement and implement appropriate corrective actions.
• Foster a customer‑centric culture within the service centre, focusing on customer satisfaction, continuous improvement, and “go extra miles” to deepen customer relationship.
• Ensure compliance with relevant legal, regulatory, and corporate governance requirements.
• Identify and mitigate operational risks within the Service Centre, implementing appropriate controls and measures.
• Handle escalation for client servicing issues and collaborate with internal stakeholders to identify opportunities for process improvement and implement solutions so as to ensure timely and accurate service delivery for investigation/ irregular cases.
• Manage and optimize the utilization of staff and external resources, ensuring adequate staffing levels and appropriate skill sets.
• Work closely with HR, L&D and be responsible for the recruitment, training and ongoing development need for Business Service Center teams.

Requirements:

• Bachelor’s degree in Business Administration or a related field.
• 3-5 years of experience in customer service, with at least 3 years in a leadership role.
• Experience in the banking industry is preferred.
• Proven ability to manage and motivate a team effectively.
• Strong people management, communication, and interpersonal skills.
• Sound understanding of regulatory requirements, risk management, and compliance in banking industry.
• A strong service mindset with a commitment to delivering exceptional customer experiences.
• Proficient in reading, writing, and speaking Cantonese, Mandarin and English.

What we offer:

• Competitive base salary.
• A suite of holistic, flexible benefits to suit every lifestyle.
• Community initiatives.
• Industry‑leading learning and professional development opportunities.
• Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.

As the longest established Singapore bank, formed in 1932 from the merger of three local banks, we have grown from strength to strength to become a regional financial services group. With a deep history in Asia, we offer the most comprehensive coverage across ASEAN and Greater China, complemented with a presence in the leading economies of New York, London and Sydney. We are the second largest financial services group in Southeast Asia by assets with one of the world’s highest credit rating (Aa1 by Moody’s and AA- by both Fitch and S&P). We offer private banking services through our wholly-owned subsidiary, Bank of Singapore, which operates on a unique open‑architecture product platform to source for the best‑in‑class products to meet its clients’ goals. Our insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia.